A Customer Service group ignored recommendations for a detailed communication plan, performance plan, and critical thinking test for a new troubleshooting queue. As a result, the entire project’s funding was lost, because the pilot group performed no better than the original group, even after two full days of training!

The moral of the story:

Training is not a cure-all. Use a convergent model to research the real problems… and provide real solutions (which may or may not include training)!